Edit an Auto-Attendant

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Once an auto-attendant has been Launch.png activated, whether or not a phone number has been assigned yet, it can no longer be edited. This is because the Auto-Attendant route builder saves changes in real time, and we don't want you to accidentally break an active call flow, even temporarily.

If you just want to take a look at how an auto-attendant is set up, click AA_View_Only_-_Icon.png to open it in View Only mode. But if you do need to make changes to an auto-attendant which is activated, you have a few options:

Option 1: Duplicate, Edit, Switch

  1. In the Admin Portal, go to the Auto-Attendant page. Locate the one you want to modify and click Duplicate.png Duplicate.
  2. Click Edit.png Edit to open the builder and make any necessary changes.
  3. Go back to the Auto-Attendant page, find the one you just modified, and click Launch.png Activate.
  4. When you're ready for the new version to go live, go to the Phone Numbers page and locate the phone number assigned to the original auto-attendant. Click the destination on the right and change it to the new auto-attendant. Calls to that phone number will now be directed through the new auto-attendant.
    • If the Phone Number Destinations permission is enabled, Account Manager and Admin end users can also modify the destination of a phone number that is already on the account, so they won't need to call you to do it.
  5. Go to the Auto-Attendant page, locate the original, and click Deactivate_2.png Deactivate.
  6. Delete the old version or rename it so users don't confuse them.

Option 2: Deactivate, Edit, Reactivate

To avoid breaking an active call flow, make these changes after-hours when you're sure calls aren't coming in for as long as it will take to make changes.

  1. In the Admin Portal, go to the Phone Numbers page and locate the phone number assigned to the auto-attendant you want to modify.
  2. Click the phone number destination on the right and change it to "None" or another viable option (like a temporary auto-attendant).
  3. Go to the Auto-Attendant page and locate the one you want to modify. Click Deactivate_2.png Deactivate.
  4. Click Edit.png Edit to open the builder and make any necessary changes.
  5. When you're done, go back to the Auto-Attendant page, locate the auto-attendant you just modified, and click Launch.png Activate.
  6. Click the "Assign Phone Number" link to go to the Phone Numbers page.
  7. Locate the phone number you want to assign, then click the destination on the right and change it back to the auto-attendant.
    • Calls to that phone number will now be directed through the auto-attendant.